Description
Title: Sr. Desktop Support Tech
Location: Saddleback Memorial Medical Center
Department: IS Technical and Desktop Services
Status: Full Time
Shift: Days
Pay Range*: $31.55 – $45.74
At MemorialCare Health System, we believe in providing extraordinary healthcare to our communities and an exceptional working environment for our employees. Memorial Care stands for excellence in Healthcare.Across our family of medical centers, we support each one of our bright, talented employees in reaching the highest levels of professional development, contribution, collaboration and accountability.Whatever your role and whatever expertise you bring, we are dedicated to helping you achieve your full potential in an environment of respect, innovation and teamwork.
Position Summary
TheDesktop Support Technician family works across a broad range of technologies and liaises across multiple areas of the business to support incidents, problems, and requests. They are responsible for answering IT requests specific to PC hardware, networks, or software via phone, email, live chat, or instant message. They may find the need to may explain solutions in both technical and nontechnical terms.
Under minimal supervision, the MemorialCare Sr. Desktop Support Technician performs Tier 2 support. They provide a higher level of advanced technical trouble shooting and analysis methods to support resolution to incidents, problems, and requests specific to PC hardware, networks, or software. The role of Sr. Desktop Support Technician requires educating and mentoring the Desktop Support Technician to assist in providing a resolution.
Essential Functions and Responsibilities of the Job
- Establishes standards and best practices for end point installations.
- Provides executive support and advance troubleshooting to minimize overall time for repair.
- Educates additional Desktop Support Technicians and creates documentation for difficult technical issues.
- Assists in coordinating and assessing modern technology required for implementing, including documentation, and hosting of meetings.
- Builds and installs PCs, and peripheral devices including printers, scanners, mobile and smart phones, related to desktop infrastructure in accordance with department standards.
- Provides advice and guidance to colleagues regarding incidents. Explains and documents technical issues in a straightforward way to clients.
- Supports and maintains installed PCs, networks, telephone end points, and peripherals with routine maintenance. Coordinates migration of desktops to most current Windows platform as necessary.
- Identifies, logs, and resolves technical problems with software applications or network systems.
- Creates, maintains, and distributes reports of progress on work efforts to leadership. Identifies potential changes and system improvements to present to leadership for consideration and implementation.
- Ensures that work is carried out within agreed service levels and in accordance with department guidelines.
- Owns daily documentation of achievements, through enterprise ticket tracking systems. Follows guidelines established for tracking efforts related to assigned responsibilities and all hours worked are recorded for aid and analysis.
*Placement in the pay range is based on multiple factors including, but not limited to, relevant years of experience and qualifications. In addition to base pay, there may be additional compensation available for this role, including but not limited to, shift differentials, extra shift incentives, and bonus opportunities. Health and wellness is our passion at MemorialCare-that includes taking good care of employees and their dependents. We offer high quality health insurance plan options, so you can select the best choice for your family. And there’s more… Check out our MemorialCare Benefits for more information about our Benefits and Rewards.
Qualifications
Minimum Requirements
Qualifications/Work Experience:
- Minimum 3 years desktop support experience
- SCCM knowledge preferred
- ITIL knowledge preferred
- OS Image building and Security Hardening
- Obtained strong knowledge of PC hardware and networks including installation requirements and LANWAN
- Demonstrated knowledge of software including Microsoft Operating System
- Demonstrated use of effective verbal and written communication to successfully achieve end user support
- Proven analytical, logical thinking, and problem-solving skills to resolve reported issues
- Experienced in a healthcare environment preferred
Education/Licensure/Certification:
- A+ Certification required
- Microsoft Networking Essentials certification preferred
- MCDST Microsoft Certification